Member Article

Lemon top of the class for growth

A business call management company has taken steps to increase its turnover – by helping its clients’ organisations to grow.

Lesley Wratten, co-founder of Lemon Business Solutions, in Stockton, says a more costumer-focused way of doing business is one of the keys to the country accelerating its way out of recession.

She explained: “Across business I see people losing clientele because they are focusing too heavily on seeking new business.

“Growth seems to be the watchword at the moment. Clearly, it’s important - and we are one of those businesses that is growing and recruiting - but I don’t think it should be at the expense of the service provided to existing customers.

“It doesn’t mean you’re less ambitious, in fact it’s the opposite. We take the view that by serving customers well and providing a useful function for them, you can help their businesses to grow.

“Not only that, but they will recommend you to others and that can lead to your own organic growth. It’s positive for all sides, and for the economy as a whole.”

Lemon, which provides a round-the-clock service in handling emergency and out-of-hour calls from the public for a number of national and local organisations, is leading the way by creating a new senior role in client care.

Alexandra Routledge will focus on ensuring high quality service in her role as Client Relations Manager with Lemon.

Alexandra, who formerly led operations, explained: “We have a really strong, dedicated team here and we treat every customer as if they are our only customer.

“People’s expectations of value and being valued are much higher now and my appointment sends out a clear message that we take customer service very seriously.”

This was posted in Bdaily's Members' News section by Martin Walker .